Join us as Senior Customer Service Adviser in Manchester

Initial 6 months contract - £10.16 per hour + holidays

This is an excellent opportunity to join one of the UK's leading banks for an initial 6 months' contract, working in a fast-paced environment. There is strong potential for extension as you will be based within our busy Spinningfields site where there is a large breadth of work within our numerous teams. You will have access to our internal business vacancies once you have joined us to develop your career further.

About Us

We are a bank focused on driving market leading customer service we can be proud of. We do this by putting the customer at the heart of everything we do, serving the communities in which we operate with the level of professionalism and friendliness that they expect and deserve. We are currently part of the RBS Group trading under the Royal Bank of Scotland brand in England and Wales and the NatWest brand in Scotland. Internally, we refer to ourselves as "Future Williams & Glyn Team".

The Role

We are currently seeking temporary Senior Customer Service Advisers to join our contact centre based in Manchester. This is a full-time opportunity (35 hours per week) with excellent opportunities to further develop your existing customer service skills within a professional banking environment.

Our telephony based Business Directs team provide an easily accessible and outstanding customer service for new and existing Business Directs customers. As an Adviser, you will be responsible for delivering excellent service in every customer interaction, explaining professionally and simply, how we can help.

By listening carefully to Business customers, and asking the right questions, you will provide the best possible combination of service and products to meet their needs. Where relevant you will also introduce customers to colleagues both within and outside of the team who can help them with their lending requirements needs and other, more specialist services.

As part of the Business Directs team, the great customer experience you deliver will play a significant part in building our reputation for service excellence and support the future retention and growth of our Business Direct customer base.

Responsibilities:
  • Support the retention and growth of the customer base by fulfilling customer needs through product and services offerings


Customer:

  • Deliver excellence customer experience by putting customers and their interests at the heart of all you do, demonstrated by positive customer feedback and minimal customer complaints
  • Form meaningful customer relationships through conversations where you identify, understand and meet their needs, providing access to specialist advice where required
  • Understand what 'Treating Customers' Fairly means to you and your customers and deliver fair outcomes for customers in every transaction with them
  • Where complaints are received and/or errors found, ensure that these are promptly resolved and reconciled adhering to the correct complaints management process
  • Participate in team based continuous improvement activity with the customer at the heart of all thinking


Colleague:
  • Demonstrates confidence and a positive attitude to the work undertaken
  • Take ownership for your performance, ensuring that you allocate time to build your capability and review progress regularly with your Line Manager
  • Keep up to date with key communications and changes to products and services by participating in training and briefing activities
  • Display positive behaviours when dealing with change and ambiguity and overcome the challenges presented
  • Pro-actively support your colleagues, building excellent relationships




About You:

  • Personal motivation to deliver outstanding customer service by anticipating customer needs and exceeding their expectations
  • Great interpersonal and telephony skills with the ability to explain things simply for customers
  • Experience of working in a face to face or telephony customer service environment and the ability to vary approach across both
  • Strong written skills (to support credit applications, email etc.)
  • Team working - display a 'One team' approach within own team and across wider business areas
  • Ability to forge strong and lasting relationships with internal colleagues/departments
  • Understanding of the importance of the Helpful Banking behaviours


W&G Behavioural Critical Competencies:

  • I am a proud advocate of Williams & Glyn
  • I care for our customers and the wider community
  • I treat Williams & Glyn like my own business
  • I take accountability


As a Financial Services organisation we comply with and support the requirements set by our Regulator, the Financial Conduct Authority (FCA), which are designed to protect our customers. This role falls under Conduct Rules of the Individual Accountability Regime (IAR) and is subject to pre-employment screening. This means if your application is successful, you'll need to satisfy some important background checks before you can start working with us. These will include a full credit check, a criminal record check, residency and right to work checks.

Closing Date to Apply: 27.2.18
 

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